Table 2 Summary of PIs and assigned values in the second survey round and selected indicators for the third round
Indicators selected for the second-round survey by dimensions | Importance of indicator (0–10 scale) | Relevance of indicator (0–10 scale) | Sensitivity of indicator (0–10 scale) | Indicator selected for third-round survey | |||
|---|---|---|---|---|---|---|---|
Average | Median | Average | Median | Average | Median | ||
Dimension: Service availability | |||||||
Percentage of answered calls | 9.1 | 8 | 8.9 | 8 | 7.4 | 7 | x |
Waiting times (directly answered or callbacks) | 9 | 8 | 8.9 | 7 | 7.4 | 7 | x |
Dimension: Patient experience | |||||||
Professional qualifications and length of work experience | 8.9 | 7 | 8.6 | 7 | 5.8 | 5 | Rejected based on second-round responses |
Patient experience | 8.5 | 8 | 6 | 7 | 6.4 | 6 | Indicator replaced in the third round: How does the patient rate the utility of the service |
Dimension: Quality and safety | |||||||
Severity of patient symptoms and urgency of follow-up care needed | 9.3 | 9.5 | 9.4 | 9.5 | 8.2 | 8 | x |
Reason for encounter (as ICPC-2) | 8.8 | 8 | 8.6 | 7 | 7.6 | 7 | x |
Dimension: The outcome of the telephone triage process | |||||||
Outcome of the telephone triage assessment process (type and level of the follow-up contact) | 8.6 | 8 | 8.6 | 9 | 7.4 | 8 | x |
Review of patient Medical history | 7.9 | 9 | 8 | 8 | 7.8 | 7 | x |
Dimension: Costs per case | |||||||
Production costs and total costs of patient episode | 9.3 | 9.5 | 9.3 | 9.5 | 5.4 | 5 | Indicator replaced in the third round: Production costs per call to the Medical Helpline 116,117 |
Utilization of medical Helpline service | 8.1 | 8.5 | 8.1 | 8.5 | 7.4 | 8 | Â |